Director, Customer Support Operations

In your role as Director, Customer Support Operations, you will lead the customer support operations in India. Your focus will be on the day-to-day management of the support function, implementing processes and systems, and ensuring high-quality service delivery while optimizing operational costs. - Manage the daily operations of customer support and quality assurance teams, including hiring, training, and development - Implement standard operating procedures and quality frameworks for consistent service delivery - Lead the adoption and utilization of support systems and tools, including the omnichannel platform and quality monitoring solutions - Develop and monitor key performance indicators to track team performance and identify improvement opportunities - Manage relationships with BPO partners to ensure service level agreements are met - Conduct data analysis using SQL, data visualization tools, and text analytics to generate actionable insights - Manage team capacity and scheduling to meet fluctuating support demands - Prepare and manage departmental budgets and forecasts Required qualifications: - 10+ years of experience in customer support operations, with at least 3-5 years in management roles - Experience scaling support teams to fit business needs - Experience managing customer support platforms and quality management tools - Ability to create decision-ready insights using SQL and reporting tools - Experience contracting and managing vendor/BPO relationships - Experience leveraging support metrics and managing agent and team lead performance - Bachelor's degree in business, operations management, or related field - Excellent English communication skills, both written and verbal Preferred Experience: - Experience in EdTech or subscription-based business models - Knowledge of AI-based support solutions and implementation experience - Experience with process improvement methodologies (Lean, Six Sigma) - Understanding of global support operations and best practices - MBA or related advanced degree About Chegg: Millions of people all around the world learn with Chegg. No matter the goal, level, or style, Chegg helps learners learn with confidence. They provide 24/7 on-demand support, and their personalized learning assistant leverages the power of artificial intelligence (AI), more than a hundred million pieces of proprietary content, as well as a decade of learning insights.,